Refund and cancellation policy

This policy applies to professional audit engagements commissioned from Network Security Hub, including the Fintech Controls Audit, Pre-Licence Readiness Review, Investor Diligence Audit Pack, and Remediation Follow-Up Assessment. It does not cover physical goods or software subscriptions, which we do not sell.

Eligibility

Refund eligibility depends on how much scoped work has started, whether a deposit reserved a calendar window, and whether cancellation or rescheduling was requested in writing to hello@networksecurityhub.digital.

Deposits

A deposit (typically 30% of the agreed fee) reserves your start window and covers early scoping preparation. Deposits are refundable in full if we cancel the engagement. Deposits are refundable in full if you cancel in writing at least fourteen (14) days before the agreed start date and no fieldwork or formal evidence request has been issued.

Full refunds

A full refund of amounts paid is available when: (a) we cancel for reasons other than your material breach; or (b) you cancel before the fourteen-day window and before we issue the evidence request or begin walkthroughs.

Partial refunds

If you cancel after the evidence request is issued but before walkthroughs begin, we may retain the deposit and refund any additional prepayments. If walkthroughs or sampling have begun, fees are due for work completed on a percentage-of-scope basis, documented in a cancellation statement; unused prepaid amounts above that basis are refunded.

Non-refundable items

The following are non-refundable once incurred: third-party travel booked at your request for on-site days; rush surcharges expressly agreed for compressed timelines; and fees for deliverables already issued (draft or final reports, diligence indexes, or follow-up status registers).

Work already started

Once fieldwork samples are selected or walkthroughs held, the engagement is considered substantially underway. Cancellation at this stage does not unwind completed testing hours. We will provide a summary of work completed and any interim observations already shared.

Rescheduling

You may request one reschedule of the start window at no charge with at least ten (10) days’ notice, subject to our availability. Later or repeated reschedules may incur a rescheduling fee of up to 10% of the engagement fee or forfeiture of the deposit if the reserved slot cannot be refilled.

No-shows

If key client personnel miss agreed walkthroughs without twenty-four hours’ notice and the session cannot be reused that week, we may charge for the reserved time or extend the timeline with additional fees as quoted.

Timeframe to request a refund

Refund requests must be submitted within thirty (30) days of the cancellation date or of the invoice date in dispute, whichever is earlier.

Refund process and method

Email hello@networksecurityhub.digital with your organisation name, statement of work reference, and reason. Approved refunds are processed within fourteen (14) business days to the original payment method unless another method is required by your bank and agreed in writing.

Processing time

After approval, allow up to fourteen business days for the funds to leave our accounts and additional time for your bank to post the credit.

Exceptions

Statutory rights under Taiwan law that cannot be waived remain available. Force majeure events that permanently prevent delivery may result in mutual cancellation with fees limited to work completed.

Contact for refund requests

5940 Schaden Tunnel, 雲林市, 福建省, Taiwan · +886-5-075-0116 · hello@networksecurityhub.digital